Customer Experience in 2019
2018 was a big year for DVSAnalytics. We saw vast advancements in technology and the ever-growing importance, and challenges, of harnessing the power of big data and AI. In our journeys across North America, we spent time listening to feedback, exploring fresh ideas with customers and resellers, and introduced new programs into our partner community. […]
Identifying Customer Interactions That Matter
Efficient analysis of customer engagement data improves the overall performance of a contact center. Even modest contact centers produce large amounts of data from their customer interactions: Call Recordings Screen Recordings Customer Surveys Purchase/Customer Support Transactions The amount of data generated by a medium or large contact center is a vast gold mine of customer […]
7 Advantages of Encore for Government Agency Contact Centers
Agencies in all branches and at all levels of government are moving to digital-based platforms and services. Contact centers are being recognized as an ideal hub for public interactions. No longer viewed as a channel for public complaints, contact centers have been identified as a resource to gather valuable, decision-making data via phone, web and […]
Black Friday, Cyber Monday and the Customer Experience
Black Friday is in the past. Cyber Monday is over. Both set new records in sales. Contact centers have shifted into high gear. With online sales exceeding $6.2 billion on Black Friday and $7.9 billion on Cyber Monday, the number of interactions is skyrocketing for every contact center associated with this demand. The majority of […]
5 Ways to Increase Employee Engagement in Contact Centers
Happy, satisfied employees deliver happy, satisfied customers. It’s a simple formula. The challenge lies in making it happen. Workforce Engagement and Management software, engineered specifically for contact centers, is all about creating high levels of employee satisfaction, which leads directly to customer satisfaction. Employee engagement levels are reflected in the employee’s views of the team […]
The ROI of Workforce Management in Contact Centers
The market for Workforce Management (WFM) solutions is going through a period of rapid growth and transformation. Workforce Management applications can augment performance and quickly show a substantial return on investment (ROI) to any organization willing to adopt its advantages. As with most communications technology, much of the demand is for a “cloud-first” delivery model. […]
Making Better Business Decisions with Speech Analytics
6 Customer Experience Challenges Every Organization Faces
The first thing any organization should look for in software to improve the customer experience (CX) in their contact center is flexibility and interoperability. Workforce optimization (WFO) and workforce engagement management (WEM) software is designed to enhance the CX and boost operational performance. A WFO/WEM solution should seamlessly integrate into your existing UC platform and […]
The Benefits of Speech Analytics in Contact Centers
What would be the value of being able to analyze all recorded voice data in your contact center for trends, root causes, quality assurance, and specific insights into your customer’s experience? That is the promise, and reality, of properly implemented Speech Analytics deployed in a contact center. Speech Analytics solutions, engineered specifically for contact centers, […]